Customer Care Team Lead

What you will be doing  

• Manage a team of individual Centralized Solutions Specialists, as well as help drive the culture, pace, and performance expectations for your team.
• Leads, will handle changes in a customer current services, any new site additions  to the customer book of business that is under $7,500 MRR. 
• Aid in hire and develop team to meet company growth targets while providing opportunities for team member’s professional growth and development.
• Responsible for ensuring individual team members and the entire team meet goals related to customer care activities, including inbound support, new customer implementations, and renewals including Key performance metrics.
• Create relationships that facilitate cross-functional collaboration and ensure product adoption and customer success.
• Serve as a thought leader, customer advocate, and partner to your employees and customers.
• Ensure team has proper training on all OPS system/platforms.
• Assists the accounting group with any escalated invoice issues.
• Maintains ongoing relations with vendors. 
• Obtains, reviews, and presents all pricing for new permanent services agreements and contracts.
• Team Leads will be 1st escalation point when there is a vendor issue. 
• Aid in hauler contract execution.

Qualifications

• 2-3 years’ experience in direct management
• 4+ years’ experience in customer service
• Excellent verbal and written communication skills
• Ability to provide excellent project execution via strong task prioritization and multi-tasking ability with minimal supervision
• Demonstrates a willingness to not only ensure the job is done, but also accept responsibility for the results
• Self-driven with the ability to effectively prioritize and execute tasks
• Ability to be on call during evenings, weekends and holidays
• Ability to listen, ask questions, building consensus and solve ambiguous problems
• Ability to work in a team environment, while delivering independent results
• High degree of knowledge of the waste industry and/or similar industry knowledge is preferred